Home Complaints Casino.com - Player is highly dissatisfied with casino experience.

Amount: 2,240 ₮

Casino.com - Player is highly dissatisfied with casino experience.

8.1/10 Very Good reputation Submitted: 25 Mar 2020 | Case opened
Current status

Waiting for player to reply

4d 18h 47m 23s

Case summary

10 days ago - 26 Mar 2020
The player from Brazil is criticizing casino for not accepting bets on live roulette and he’s complaining about the overall casino experience.



I would like to share with you a problem that happened at the Casino.com of the Mansion Casino group at a time of cause in the world and difficult in my life because this virus came and is contagious here on the other side of the world where it arose.

Doctors do not know how to give information or hope here in Brazil.

So for the good of the population I am in an isolated hospital and alone indefinitely if I can resist.

My spending time and distraction became the casino.

I won a 60% deposit bonus I have always made deposits of U $ 100 maximum

On that occasion that money is no longer valuable because the poor and the rich are the same for sickness. I made a deposit of U $ 1400 Around almost R $ 10,000.00 Minimum wage in the country is R $ 850.00 but the value of the Bonus would be good.

Well on the day the site was experiencing problems in the casino at the table was announced and in the Chat (I have recording) because

Slow site, bug, service was not working, site crashing .... a cause

Because I already played at the Casino it was almost VIP status

I went to make the deposit in two payments U $ 800.00 + R $ 600.00 I made the first deposit with website having many problems and legend It confirmed the payment of the first one and I went again in the deposit page and I made another payment procedure to select and fill everything.

When I went to the chat to redeem the Bonus.

The attendant informed me and my balance was U $ 890 only

$ 510 Gone from account

After a long time 8 hours trying to talk to someone to solve the problem

I entered a table that had a problem and was announced by the Casino chat

But it worked again and I played

I went to the game tired of not being able to get in touch

I placed the first bet 1-18

1 - $ 75

2 - $ 175

3 - $ 350

4 - $ 290

On bet 4 of $ 290 Win on bet of 1-8 Win would be $ 580

However, it was credited U $ 100

After so much bug and problem on the site



unable to contact and receive no Bonus

Trying to talk to an attendant for HOURS only after 13 HOras of the event I managed to contact without closing the chat in the middle of the problem

I spoke with 4 different Attendants, the service hours ended and I had to start the whole procedure.

After 16 hours trying to contact E-mail

Chat call

Anyway I got a contact

Because I explained everything

Please see their outcome below:


1. At 2020-03-23 17:05:36  GMT player deposited 600 USD


2. At 2020-03-23 17:06:13 GMT player placed 510 USD bet in Roulette Live (game code: 10250024102), but this was not a winning bet. After this game round player's balance was 90.57 USD.


3, At 2020-03-23 17:06:55 GMT player deposited 800 USD, which was added to their balance.


The site took 20 seconds to load a page.

An impossible thing to do


At 17:05:36 Payment request was made

The site loads it takes about 10 15 seconds normally 17:05:51

Day 23 without time limit

Ai would have left after 15 seconds (example 17:06:06)

I went to a table that takes a long time to enter (example 17:06:16) and I would have placed a $ 510 bet and lost at 17:06:13 and the bet closes 15 to 20 seconds before (Summary the bet has to be placed until 17:05:58

and then I went to make a deposit selected the payment method

Entered all the data and made a deposit of U $ 800 at 17:06:55 the bank confirmed the payment



Something impossible as they can give this excuse for a problem with their system !!



Ai left me with no bonus. and with my balance at the casino. I was blocked to enter the Casino

I have pictures and screen recording!






Dear Ricardo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Did I understand it correctly that your second deposit has been lost, so you were unable to redeem a bonus, and your bets on live roulette not accepted? Is your account still opened and accessible or it has been blocked? Thank you very much in advance for your reply. I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,



Dear Ricardo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Ricardo has 4d 18h 47m 23s to reply